WordSmart SAT Preparation |
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Consumer reviews about WordSmart SAT Preparation |
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Catk13
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Apr 4, 2012
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Unfair & Deceptive Trade practices
Response to Mrs. P from WordSmart.
I am an employee at WordSmart and want to comment on this complaint. I am familiar with this account and have pulled the account notes and done a thorough account review. I appreciate the customer (Mrs. P) including the email from our customer service department which does explain that her recorded sales call proves she was informed other products would be sent after her trial period was over. There was not a lie on the initial phone call and we have a recording to prove it. As the email explained to Mrs. P, if she did not want to receive additional products she only needed to call us and inform us any time during her trial period of her cancellation request. Again, the recorded sales call proves this was explained to her and she got off the phone call with the understanding that she needed to call us to cancel future billings. Instead she participated in our monthly subscription program for three months after her trial expired. Even though our return policy states that anything sent after the 30 day trial is not refundable we made an exception for Mrs. P and refunded her for her last shipment, as a courtesy. Mrs. P is correct that nothing further was needed beyond her initial shipment, we have never disputed that. Our first shipment does stand alone and is very helpful for SAT and ACT preparation. However many customers want to continue and receive other WordSmart products. If they do not want to do so they only need to contact us one time and cancel the monthly shipment service. We can be contacted at 1-800-641-9673.
In response to Mrs. Ps comment that we don’t specify in our shipment that there is a two year money back guarantee on the initial purchase, she is incorrect, this information is included in writing in our first shipment. It is also on our website. That guarantee is not something we are trying to hide, it is something we want our customers to be aware of. It’s unclear what Mrs. P means when she states that being able to return the initial product “WITHIN” the 30 days is not a full 30-day guarantee. All of our first shipments are sent for a 30 day trial period that does not start until the customer receives the product at their home. Our customers do get a full 30 day trial period. I’m also unsure why Mrs. P is saying these two guarantees conflict but to try to clear it up for her I will explain in more detail. We send the initial WordSmart product out for a 30 day trial that starts upon product receipt. This means our customers can return the product at any time during the 30 day trial for any reason. Once the 30 day trial has expired the initial shipment is no longer refundable for any reason but we have a secondary that goes up to two years after the date of purchase. This secondary guarantee is based on whether using our product increased the students SAT or ACT score. Hopefully this clears up our guarantees for Mrs. P. If she has any additional questions we would be happy to explain further if she contacts us at 1-800-641-9673. Specifics about our guarantees can be found at www.wordsmart.com.
As Mrs. P. noted in the email she copied to this website, she was clearly informed of her initial product being sent for a 30 day trial. She was clearly informed other products would be sent after this trial expired. She received products at her home monthly along with our name and phone number on her credit card statement. She never returned any products. She did not call us until four months after she received her first shipment. When she did call us we immediately stopped all future billings and refunded her for her last 30 days of shipments. We researched her sales call to make sure our sales person explained the program correctly, and confirmed that he did. As we’ve stated to Mrs. P before, we are sorry that she is unhappy but we do have a return policy like any other business and that policy does not encompass 60, 90 or 120 days of shipments.
To clarify for anyone who has questions about the WordSmart program – We send the initial WordSmart product for a 30 day trial period. We have a secondary guarantee which goes for up to two years after the date of purchase which is based on our product being used and which states that the use of our product will increase the SAT or ACT score. The WordSmart program is a subscription program and additional WordSmart disks are sent on a monthly basis. These monthly shipments are additional vocabulary and can be stopped at any time, permanently. If anyone has any questions regarding their account our customer service department is available daily until 5 PM PST and can be contacted at 1-800-641-9673.
Thank you.
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NC Parent
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Apr 4, 2012
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Unfair & Deceptive Trade practices
WordSmart has lied about their product from day 1 and continues to lie about the product. Mr. Prezlock told me he would be the person I would deal with and gave me a phone number to contact him. I attempted to call WordSmart, but Mr. Prezlock was "not available" at the number he gave me. Faith Bristow later informed me that he had "transferred" to another department with the company. They do not honor their money back guarantee unless you prove to them that the student has used the program for the specified ungodly number of hours that WordSmart requires. Mr. Prezlock clearly knew that our son did NOT have the time to spend on this product before his SAT and Mr. Prezlock stated that our son only had to review those sections where he wanted improvement. That was a lie. Mr. Prezlock was informed what our son's previous SAT scores were and "guaranteed" the 200 point increase if our son used the product for the short time before the upcoming SAT exam. Our son used the product. He did NOT increase his scores by 200. Mr. Prezlock was clearly informed that I did NOT want additional products after that first shipping and he clearly understood. WordSmart has done this repeatedly to numerous customers. They have made their earnings from their deceptive trade practices.
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WordSmart Customer Service
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Apr 6, 2012
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Unfair & Deceptive Trade practices
Mrs. P.
I do not wish to get into an online argument with you on this issue but I do not want the public to have incorrect information either. The fact is that WordSmart has not lied and we have a recording to prove it. I am sorry that you forgot to contact until over four months after your trial expired but that is not WordSmarts fault. When you told us you were unhappy we reviewed our sales call to make sure you were clearly informed of the 30 day trial and that other products would be sent after the trial period. The recording confirmed everything was explained to you. Regarding our SAT/ACT guarantee, of course there has to be a time period specified to use the product. It wouldn’t make sense to say our product could be used for a short time period, for example 14 minutes which is how long your son used the product, and we would still guarantee a 200 point increase on the test. Obviously we have to have a time period required. Since your student used the product for so little time it is not surprising that he did not receive the score increase. You are however, as you’ve been informed in the past, still qualified to take advantage of our guarantee for up to two years after the date of purchase, so though September of 2013 on your account.
The first time you contacted us we stopped all automatic shipments. After reviewing your account, despite confirming you were told other products would be sent after your trial, we credited you for your last shipment. We have tried to work with you. I am sorry that we were not able to make you happy but like any other company we have the right to a return policy.
If anyone has a question about their account, the date of their trial period, when their next shipment is scheduled, guarantee information (which can also be found at http://www.wordsmart.com/infopages/guarantee.php), or would like to stop all future billings our customer service department can be contacted at 1-800-641-9673 and we would be happy to help you.
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WordSmart Customer Service
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Apr 6, 2012
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Unfair & Deceptive Trade practices
Mrs. P.
I do not wish to get into an online argument with you on this issue but I do not want the public to have incorrect information either. The fact is that WordSmart has not lied and we have a recording to prove it. I am sorry that you forgot to contact until over four months after your trial expired but that is not WordSmarts fault. When you told us you were unhappy we reviewed our sales call to make sure you were clearly informed of the 30 day trial and that other products would be sent after the trial period. The recording confirmed everything was explained to you. Regarding our SAT/ACT guarantee, of course there has to be a time period specified to use the product. It wouldn’t make sense to say our product could be used for a short time period, for example 14 minutes which is how long your son used the product, and we would still guarantee a 200 point increase on the test. Obviously we have to have a time period required. Since your student used the product for so little time it is not surprising that he did not receive the score increase. You are however, as you’ve been informed in the past, still qualified to take advantage of our guarantee for up to two years after the date of purchase, so though September of 2013 on your account.
The first time you contacted us we stopped all automatic shipments. After reviewing your account, despite confirming you were told other products would be sent after your trial, we credited you for your last shipment. We have tried to work with you. I am sorry that we were not able to make you happy but like any other company we have the right to a return policy.
If anyone has a question about their account, the date of their trial period, when their next shipment is scheduled, guarantee information (which can also be found at http://www.wordsmart.com/infopages/guarantee.php), or would like to stop all future billings our customer service department can be contacted at 1-800-641-9673 and we would be happy to help you.
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